Projects
Excitement Tour
Regional Quality Manager
I developed and executed customer service trainings across the US. Workshops focused on proper verbiage, body language signals, social media influence, importance of customer reviews, complaint de-escalation (HEARD), customer perspective, definition and display of empathy, self improvement, the marriage of service and sales and transforming customers into fans.
CES Superhero Competition
Regional Quality Manager
Created a competition among branch managers focused on improving the Customer Excitement Score at individual locations. Used photoshopped superhero's with the managers faces on them for a several rounds of friendly competition.
Customer Satisfaction Boost Camp
Regional Quality Manager
Orchestrated presentations from every US market on current service challenges and triumphs at the branch level. Participants included area managers, branch managers and department heads.
